Software Support Manager

Storable

6d•$76,000 - $110,000•Remote

About The Position

We are seeking a Software Support Manager to lead a high-performing payments team. This team of Support Specialists is focused on delivering an exceptional experience to our self-storage clients. This role is ideal for a strategic, data-driven leader who thrives in a fast-paced, evolving environment. You will be responsible for building and executing the strategy for our inbound software support function, ensuring scalable processes, operational efficiency, and best-in-class client satisfaction. This leader will partner with our internal and external stakeholders to advocate for the client experience.

Requirements

5+ years of experience in Client Services or Technical Support, with at least 2+ years in the Payment Processing industry.
3+ years of people management experience with a demonstrated ability to lead and scale teams.
Proven ability to build, implement, and optimize scalable support processes.
Strong analytical and problem-solving skills; able to use data to drive decision-making.
Excellent written and verbal communication skills.
In-depth knowledge of Salesforce or similar CRM tools.
Bachelor's degree or higher.
Authorization to work in the U.S.
Ability to travel up to 10% of the time.

Nice To Haves

Experience working in a PayFac environment.
Successful track record of migrating merchants from one payment platform to another.
Background in call center management.
Proficiency with Google Suite, JIRA, and task management software (e.g. Asana).
Prior experience with internal knowledge management systems.
Strong familiarity with client onboarding and training workflows.

Responsibilities

Manage the end-to-end payment processing support experience for our self-storage clients, but eventually spanning other verticals.
Develop and implement a strategic roadmap for support operations focused on efficiency, scalability, and service excellence.
Define and track key performance indicators (KPIs) and ensure team goals align with broader organizational objectives.
Hire, onboard, coach, and manage a team of Software Support Specialists.
Cultivate a positive, performance-driven team culture with strong engagement and accountability.
Identify and address training needs to continuously upskill the team and improve service delivery.
Develop and refine support workflows, ensuring cost-effective operations at scale.
Manage and improve performance using qualitative and quantitative metrics, including CSAT, ticket resolution time, and time to first response.
Partner with Client Success, Product, and Engineering to provide insights that improve client experience.
Partner with our external Payment Providers to identify issues, track features, drive the client experience.
Coordinate with internal stakeholders to ensure seamless implementation of new features and product updates.
Support customer retention efforts by working closely with churn prevention teams and implementing strategic support initiatives.
Analyze client feedback and ticket trends to identify pain points and opportunities for improvement.
Deliver actionable, data-driven insights to internal teams to help guide product and service enhancements.
Oversee the development and maintenance of internal support documentation and knowledge bases to ensure consistency and efficiency.

Benefits

Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance.
401(k) match after 60 days, 100% vested after 1 year.
Employer contribution to your HSA, plus an HRA to help offset your deductible.
Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy.
Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences! Storriors have been able to enroll in SCUBA certification classes, travel overseas, and redo their back patio, among many other things.
8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events.
8 hours of Rest, Relax, Recharge time to care for your mental health.
Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively.
’Paw’ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment.
Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed.
$50 monthly home data stipend, plus a home office sign-on bonus of $250.
Fertility care support options to help in your journey towards parenthood.
Access to financial experts to help you make informed decisions and achieve your financial goals.
Direct Student Loan Payment Program, some qualifications and eligibility rules apply.